Call Quality Analyst Jobs (NOW HIRING)

UHS National Call Center (a UHS company)

Our mission is to be the leader in evidence-based, integrated treatment for co-occurring mental health and substance use disorders through clinical services, education, and research. Our vision is to be the best at delivering effective, lasting treatment and to provide superb experiences across our continuum of care in all places.

Position Summary: This position provides support to the SUD National Call Center to effectively manage internal reporting processes and manage the call quality review system. This position is responsible for the gathering and distributing reports on a daily and monthly basis. This data collection includes aggregating call volume metrics, call center agent metrics and census reports for the FRN/UHS free standing SUD Facilities, daily and rolling up monthly.
This position is responsible to perform quality call reviews for assigned locations and will independently “score” calls measuring quality metrics on call center agents using a systemic random process. The over call quality metrics will be presented to National Call Center leadership monthly through a dashboard for corporate reporting. This position will also review any complaints/concerns that arise from callers or facilities supported by the SUD National Call Center.
Success in this role requires advanced Microsoft Office skills, strong analytical thinking, attention to detail, and clear communication.

Job Duties:

• Manages the call quality review systems which includes the review of daily, weekly, monthly, and yearly call center reports. Uses appropriate methods to filter, score, analyze data and communicating appropriately with the goal of improving overall quality and performance.
• Gathers and provides managers with appropriate scorecard results and collaborate on ideas for improvement to reduce variances.
• Collaborates with supervisor to prioritize business, information, and reporting needs necessary for projects and admission center functions.
• Reviews any complaints/concerns that arise from callers or facilities supported by the SUD National Call Center and provides recommendations where applicable.
• Communicates regularly with sales managers to understand on metrics details and report errors and/or gaps in admissions documents.
  

Benefit Highlights

• Challenging and rewarding work environment
• Competitive Compensation & Generous Paid Time Off
• Excellent Medical, Dental, Vision and Prescription Drug Plans
• 401(K) with company match and discounted stock plan
• SoFi Student Loan Refinancing Program
• Career development opportunities within UHS and its 300+ Subsidiaries!

About Universal Health Services

One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, annual revenues were $15.8 billion in 2024. UHS was again recognized as one of the World’s Most Admired Companies by Fortune; listed in Forbes ranking of America’s Largest Public Companies. Headquartered in King of Prussia, PA, UHS has approximately 99,000 employees and continues to grow through its subsidiaries. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points,

an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com

Requirements:

• Associate's degree required, Bachelor's preferred
  
• 1-3 years of experience required, 3-5 years preferred
• Advanced Microsoft Office Suite
  
• Strong analytical skills
  
• Strong attention to detail
  
• Excellent verbal and written communication

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

Avoid and Report Recruitment Scams

We are aware of a scam whereby imposters are posing as Recruiters from UHS, and our subsidiary hospitals and facilities. Beware of anyone requesting financial or personal information.

At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS and our subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc.

If you suspect a fraudulent job posting or job-related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters.

Requirements:

• Associate's degree required, Bachelor's preferred
  
• 1-3 years of experience required, 3-5 years preferred
• Advanced Microsoft Office Suite
  
• Strong analytical skills
  
• Strong attention to detail
  
• Excellent verbal and written communication

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

Avoid and Report Recruitment Scams

We are aware of a scam whereby imposters are posing as Recruiters from UHS, and our subsidiary hospitals and facilities. Beware of anyone requesting financial or personal information.

At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS and our subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc.

If you suspect a fraudulent job posting or job-related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters.